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About brighthush
brighthush is a trailblazing technology company that empowers teams worldwide to collaborate, innovate, and deliver value at scale. With a portfolio that spans cloud‑based productivity tools, AI‑enhanced collaboration platforms, and enterprise‑grade solutions, we are redefining how people work together in a digital world. Our mission is simple: make work brighter, simpler, and more connected. To achieve this, we rely on a culture of curiosity, data‑driven decision making, and relentless focus on the customer.
Why This Role Matters
At brighthush, the bridge between product development and go‑to‑market is critical. Our Customer Experience & Product Launch Integration team ensures that every new feature, every platform upgrade, and every strategic initiative is validated, refined, and championed by the people who use them. As a Senior Program Manager, you will be the catalyst that turns customer insights into actionable product decisions, fuels launch readiness, and creates a closed feedback loop that informs both engineering and marketing.
Role Overview
As the Senior Program Manager for Customer Experience, you will design, launch, and scale a suite of customer‑centric programs that test pre‑product‑market‑fit (pre‑PMF) solutions, gather deep user feedback, and embed customer insights into our product lifecycle. You will partner with cross‑functional teams—Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics—to orchestrate seamless collaboration and ensure that every stakeholder has the data and context they need to succeed.
Key Responsibilities
- Program Design & Execution – Build repeatable customer programs from ideation to closeout, including planning, recruitment, onboarding, engagement, measurement, and transition to long‑term owners.
- Operating Infrastructure – Create and maintain a single source of truth: intake processes, recruitment criteria, briefs, templates, playbooks, status reports, feedback trackers, and escalation paths.
- Cross‑Functional Coordination – Align Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics around shared plans, milestones, and handoffs.
- Pre‑PMF Testing Leadership – Own the execution of pre‑PMF customer testing through H2, including product evaluation, messaging feedback, phased‑rollout support, measurement, and exit criteria.
- Customer Advisory Board (CAB) Management – Relaunch and operate brighthush’s CAB: recruit participants, manage cadence, design agendas, and synthesize insights for senior leaders.
- Launch Readiness Integration – Embed customer testing into the product‑launch process as a readiness gate, partnering with PMM and Launch Ops to refine the process over time.
- Insight Loop Establishment – Create recurring listening practices that connect customer‑support signals, Voice of Customer (VoC), UXR, managed‑customer feedback, and S‑team engagement back into EPD and GTM decision‑making.
Essential Qualifications
- 8+ years of program management, operations, customer research operations, product operations, or go‑to‑market operations experience.
- Proven track record of taking ambiguous customer‑facing initiatives from concept to execution, measurement, closeout, and handoff.
- Expertise coordinating multiple teams with distinct goals, dependencies, and decision rights while maintaining clear ownership.
- Strong operating discipline: ability to create practical processes, readiness criteria, documentation, reporting rhythms, and repeatable playbooks.
- Direct experience working with customers or customer‑facing teams: recruiting participants, managing engagement, gathering feedback, and safeguarding the customer experience.
- Exceptional written and verbal communication skills, with the ability to synthesize qualitative and quantitative inputs into clear recommendations.
- Sound judgment on product readiness, customer participation, confidentiality, escalation, and protecting learning quality over premature storytelling.
Preferred Qualifications
- Experience with pre‑PMF product testing, beta or Design Partner programs, Customer Advisory Boards, Voice of Customer, UXR operations, or customer advocacy programs.
- Background embedding customer feedback or testing into product‑launch, launch‑readiness, or product‑operations processes.
- Track record building scalable programs across products, customer segments, or launch types and transitioning them to durable functional ownership.
- Experience in a SaaS, collaboration, productivity, platform, or enterprise software environment.
- Familiarity with customer insight systems, feedback taxonomies, program dashboards, or tools used to track participant health and product signal.
Skills & Competencies
- AI Fluency – Leverage AI tools to amplify human judgment, not replace it.
- Awareness – Understand yourself and others to build trust and influence.
- Judgment – Evaluate complex information and make decisions that balance risk and opportunity.
- Adaptability – Learn, adjust, and stay effective through rapid change.
- Connection – Communicate, collaborate, and build trust across diverse teams.
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As a Senior Program Manager, you will:
- Lead high‑impact initiatives that shape the future of our product portfolio.
- Mentor junior program managers and cross‑functional teammates.
- Participate in leadership development programs, including executive shadowing and strategic workshops.
- Access a robust learning library covering product management, data analytics, AI ethics, and customer experience design.
- Earn certifications in Agile, Lean, or Customer Experience Management through our partnership with industry leaders.
Work Environment & Culture
brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our values include:
- Customer Obsession – Every decision is guided by the needs and feedback of our users.
- Data‑Driven Decision Making – We rely on metrics, experiments, and evidence to drive product and process improvements.
- Inclusive Collaboration – Diverse perspectives are celebrated and integrated into every project.
- Innovation & Experimentation – We encourage calculated risk‑taking and rapid iteration.
Our offices blend open collaboration spaces with quiet zones, and we support flexible work arrangements to accommodate diverse lifestyles. We host regular hackathons, knowledge‑sharing sessions, and community events that keep our teams connected and energized.
Compensation & Perks
We offer a competitive total rewards package that reflects your experience, expertise, and the value you bring to brighthush. While the base salary range for this role in the U.S. is typically between $127,800 and $194,600, we also provide:
- Performance‑based bonuses tied to program impact and customer satisfaction metrics.
- Equity options that align your success with the company’s long‑term growth.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off, parental leave, and flexible work arrangements.
- Professional development budget and tuition reimbursement.
- Wellness programs, on‑site fitness facilities, and mental health resources.
- Company‑wide retreats, team‑building activities, and community service opportunities.
How to Apply
If you are passionate about turning customer insights into product excellence, thrive in a fast‑paced environment, and want to lead transformative programs at a company that values innovation and impact, we want to hear from you.
Submit your resume and a cover letter that highlights a specific customer‑centric program you designed or led, the challenges you overcame, and the measurable outcomes you achieved.
Join brighthush and help us build the next generation of tools that make work brighter, simpler, and more connected for teams worldwide.
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